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“Am I a Thermometer or a Thermostat?”


Life Lessons Series: Six of One Dozen of the Other- "Am I a Thermometer or a Thermostat?"


Introduction

I had the privilege of presenting a Career Advancement Talk at the American Land Title Association’s ALTA SPRINGBOARD Conference in Tampa, Florida last month. My topic was Dealing with Change and Uncertainty in Your Day-to-Day otherwise known as “Am I a Thermometer or a Thermostat?”


The Session Description

It is easy to blame others and even the Company when things are not running smoothly. Learn how to create a mindset of what YOU can do to allow for higher and more rapid success. Discuss the use of self-reflection to stay positive and see the glass half full that leads to improving your days and those around you - even in the most challenging times.


I have a unique blend of knowledge and experience rooted in operations with over 30 years of experience managing people, operations and processes in the title and settlement industry. My efforts have led to enhanced compliance, significant reductions in costs while maintaining high quality service ratings for the businesses. My efforts bring tangible deliverables. I have a reputation for continually delivering results. Most days I feel like I have seen it all…yet there is always the unexpected. Real life is so very rich with experiences I could not make these things up! I thoroughly enjoy sharing my experiences with others just as was done at ALTA SPRINGBOARD.


ALTA shared the Net Presenter Scores (NPS) this past week. NPS is a tool used to evaluate their sessions and speakers. The NPS score can range from -100 up to 100. Anything above 0 is considered good, anything above 50 is considered excellent. Both my session and speaker NPS scores were 100. What an amazing compliment! Thank you to everyone who attended the session. As a facilitator I always worry no one will show up to my session. I am very glad to know those that attended the session found value…and that they did not just come for the thermometers I handed out!


Session Outline

Introduction

  • It is easy to blame others and even the Company when things are not running smoothly.

  • Learn how to create a mindset of what YOU can do to allow for higher and more rapid success.

  • Use of self-reflection to stay positive and see the glass half full.

  • Improve your days and those around you - even in the most challenging times!

Key Take Aways

  • The Key Takeaways for any Career Advancement is personal, it starts with YOU!

  • The influences that often cause a bad day…family, weather, car troubles, traffic, employees out sick, IT issues, unpleasant co-workers…

  • What it means to be a Thermostat versus a Thermometer

  • Discuss the Power of YOUR Influence

  • One of my favorite sayings from my time working in the Philippines... “If there is tomorrow there is hope!” To me, this means there is aways a second chance!

It is ALL about YOU!

  • Always Remember Career Advancement is personal, it starts with YOU...“Don’t let the Company decide where you are going to go…take control!”

  • Best career lessons come from the worst experiences...“What doesn’t kill you makes you stronger!”

  • Celebrate the Good

  • Take Lessons from the Bad…

  • Look at lessons on how not to behave…

Lessons from a Toxic Co-Worker

  • Have you ever worked with (or for) a “toxic” co-worker?

  • How did YOU Feel?

  • What was YOUR work productivity?

  • What was the Impact on the Team and their Productivity?

  • Did YOU resign?

  • What Life Lessons did you Walk Away with?

What Climate do YOU Create?

  • When you have a bad day, does everyone around you feel it- both personally and professionally?

  • To best answer this question honestly validate your response:

  • Listen for key phrases from your colleagues: “I know you are busy”, “I hate to bother you”

  • Check yourself for you own greeting, are you saying with your tone and pace “I am so busy you are lucky I answered the phone?”….or are you saying “you are my best and favorite customer, how can I help you?”

  • Consider having calls recorded and re-play to check yourself!

  • On a bad day when you are out at the bank, dry-cleaner, market – are you often having bad interactions at each location that seem to perpetuate your bad day?

  • Could it be your facial expression, tone of voice, word selection and body language are communicating non-verbally the minute you walk in the door that cause you to receive bad service?

  • What triggers do you see in your daily communications that may be influencing the outcome?

Thermometer versus Thermostat

Don’t be a Thermometer

  • Thermometer reacts to temperature; environment

  • Reacting to every call- hot, cold, warm, etc.

  • There is immense satisfaction in taking the higher road

  • Know the power of the non-response.

Be a Thermostat

  • Thermostat sets the temperature, creates the climate

  • Always strive to be a thermostat!

  • Take charge of the climate

  • Treat the other person professionally in live interactions, in calls and in emails!

  • Stay the Course on the Higher Road!

Center of Control


  • “What are things that occur on a typical workday in which you have no control?”

  • “What are things that occur on a typical workday over which you do have control?”

  • It is all about YOU and your Self Control!

  • The Whackamole Game come to life!



Be the BOSS of YOU!

  • YOU/ME in center circle

  • How YOU communicate

  • How YOU manage yourself internally

  • How YOU control communication

  • What Techniques do you use to take control of YOU?

  • Be the BOSS of YOU!

The Power of YOU!

  • Influenced by many elements

  • Know that always YOU have total control over YOU!

  • Choose to be a Thermostat

  • Be self-aware, pay attention to your thoughts, words, actions and feelings

  • Look beneath the surface; make every contact so appropriate the customer chooses to have another contact!

The young-old-woman illusion (also known as the My Wife and My Mother-In-Law illusion) was taken from an image displayed within an A & P Condensed Milk advertisement.






Summary

  • The Key Takeaways for any Career Advancement is personal, it always starts with YOU!

  • Making an effort to stay positive and see the glass half full improves your days and those around you.

  • YOU have choices:

  • Taking the time to help the next one in line and mentor others is rewarding.

  • This comes back around to YOU. It is all about choices to take the right road and lead by example.

  • One of the greatest superpowers in life is the ability to change.

  • Know that “if there is tomorrow there is hope!”

  • CHOOSE TO BE THE THERMOSTAT!


So What is Your Life Lesson….

  1. What life lessons have you gained from a toxic co-worker?

  2. What triggers do you see in your daily communications that may be influencing the outcome- both positive and negative?

  3. What Techniques do you use to take control of YOU?

  4. Would you like a Thermostat? Contact me and I would be happy to send you one!

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